As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.
Poll – “Do you have AHT as an agent target?” – answers
No – 41%
Yes – 59%
Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time Sample size – 170 Date – January 2015
